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FAQ

When we started out, all those years ago, we had no idea we would be asked so many questions and we had no idea just how much our customer care would benefit from the time taken to research, investigate and answer each and every email received from you. So thank you all for helping us to understand your concerns and queries and please, if you don't find the answer you are looking for here, do contact us, we would love to hear from you.`

Simply click the question that you'd like answered and voila, just like magic, your answer will be revealed. Groovy.

1. How do l make a purchase?
2. Do you accept PayPal?
3. Do you share my email information?
4. Why are your prices shown in £ ?
5. Do you sell wholesale?
6. Are your goodies in stock?
7. Why don't you ship to my country?
8. Will you be stocking...
9. Can l phone you?
10. Do you offer bulk discounts?
11. Which countries do you post to?
12. Can l have my purchase sent to someone else?
13. What is a BILLING ADDRESS? and why do you need it?
14. Do you post goodies in jiffy bags or boxes?
15. When will my purchase arrive?
16. Do you send all purchases via a signed for delivery service?
17. Can l have my order delivered to my work address?
18. When will my purchase arrive?
19. Can you guarantee delivery in time for...
20. Does my delivery have any form of insurance cover?
21. What happens if my purchase is damaged/incorrect?
22. What happens if l miss my delivery?
23. My goodies are heading back to dinkybox. What happens next?
24. What happens if my purchase never arrives?
25. What happens if l change my mind about my purchase?
26. Do you have a returns policy?
27. Do you have a newsletter l can subscribe to?
28. Can l unsubscribe from your newsletter?
29. Can l leave/read feedback?
30. Do you have a physical shop?


1. How do l make a purchase?
There are two main options, the first is to click on the 'ADD TO CART' button beneath each individual goodie (product) photo. Alternatively (and the recommended option by us) is to click on the individual goodie (product) photo which will take you to an extended goodie (product) information page. Once you have read the description (including age recommendations etc.,) and wish to purchase the goodie (product) you can then click on the 'ADD TO CART' button located by the side of the goodie (product) photo.

Both options will then take you to the checkout page. At this point you can either checkout or opt to continue shopping. Once you have all the goodies you are looking to purchase, simply click though the checkout options and make your payment. Once your order has been received you will receive a confirmation email. Within the following 3 working days* (maximum) your order will be picked, packed and dispatched. On the day of dispatch we will email you a dispatch update which will contain important information relating to your delivery details. In the unlikely event that you have not received a dispatch update within 3 working days* of making a payment to us, please contact us right away so that we are aware of this situation.


2. What payment methods do you have?
We are happy to accept payments via YOUR PayPal so long as YOUR PayPal account has a confirmed and verified billing address which is located within the UK and the Channel Islands. We are also happy to accept payments via Credit and Debit cards - these payments can be made via PayPal (though the linked Braintree service). Again, if paying via a credit or debit card your billing address will need to be located within the UK or the Channel Islands only and the billing address will need to match YOUR delivery address in order to prevent any 'flags' indicating possible fraudulent payments being made.


3. Do you share my email information?

NO. ABSOLUTELY NOT!
Here at dinkybox we NEVER ever pass on any of the information that we receive from you. dinkybox does not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment (i.e. via PayPal/Sage Pay). In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on our shopping site to keep track of the goodies you have popped into your box, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is only ever used to:

  • 1. Take and fulfill customer orders.
  • 2. Administer and enhance the site and service.
  • 3. Disclose information to third-parties for goods delivery purposes only.


To confirm; your information (including your email address) is NEVER passed on to anyone except for the purpose of receiving payment via PayPal/Braintree in which case these companies will never pass on your information either :)
At no point whatsoever do we have access to your credit/debit card or PayPal account information. The only information that we hold on file is that supplied by you in order to complete your order, i.e. your name, address and other contact information. At no point is this information shared or passed onto any third party unless specific instruction is granted in order to place your name and email address into our wish list folder and/or into our newsletter list.


4. Why are your prices shown in £ ?
The £ symbol stands for UK Sterling. This is the national currency of the country in which we are located - England. We only sell goodies to customers located within the UK with payment methods registered to UK addresses.


5. Do you sell wholesale?
Sorry but not at the moment. This is due to the fact that we source the majority of our goodies months in advance of receiving them so by the time they're available via our store we usually have just enough goodies for our own needs and, unfortunately, it ís usually not possible to order more. However, if you have a request and wish to make an order for more than 24 of any single goodie then please do feel free to email us, you never know, we may be able to help.


6. Are your goodies in stock?
Yes. All goodies are in stock, in the UK.


7.Why don't you ship to my country?
Sadly, despite using the Royal Mail super insured everything international delivery service, this service has proved to be highly unreliable when making claims for goodies lost during transit. As such we no longer use the Royal Mail for overseas delivery. We have investigated various courier services - however their services start at around £40.00 for even the smallest of goodies plus getting goodies to couriers often involves us traveling over 15 miles to a drop off point. Additionally PayPal does not offer seller protection to addresses located outside of the UK which can result in payback charges. If you live outside of the UK and would like to shop with us, if your order is over £50 and under £80 in total, please do get in touch, we may be able to help you if you are able to pay via a Credit/Debit card and are located within France, Germany, Switzerland, Canada or the USA. Sorry but we cannot consider any other delivery destination.


8. Will you be stocking...
If you have any suggestions or questions relating to goodies that you hope we will/might be stocking please do contact us, we would love to hear from you.


9. Can l phone you?
Sorry, no. This is simply due to the fact that we are not always in the office but we are always near to a computer. Yes, we know we could give you our mobile number but really, something written to us in an email is way less likely to get misplaced (as is often the case when scribbling a note on a scrap of paper). Remember, we are real people and not an automated reply thingy so we really will try to reply ASAP.


10. Do you offer bulk discounts?
If you are located within the UK / Channel Islands and are looking to purchase more than 5 of any single goodie and wish to spend a minimum of £100 in total then please contact us, we may be able to help :)


11. Which countries do you post to?
We currently post to the UK, Guernsey, Jersey, The Isle of Man and Channel Islands.


12. Can l have my purchase sent to someone else?
Sorry, not, not at the moment!

The best thing is to simply have your order posted to your delivery address and then either hand the goodies to the recipient in person or re-address the package and pay to re-send the order. Apologies but due to security we cannot and do post goodies to any address other than the one associated with the named billing address person. Sorry!

Please note - if you would like your purchase sent to an alternative address and you have not signed for the delivery, you may be able to contact the Royal Mail to arrange a for a re-delivery to an alternative address either for free or for a small fee - simply contact your local post office once they have left a 'while you were out' card.


13. What is a BILLING ADDRESS? and why do you need it?
A BILLING ADDRESS is the address that your credit/debit card (or confirmed PayPal account) is registered to. Normally in 99% of all cases this is also your home address. We need this billing address information in order to confirm that the goods purchased are being delivered to the same address as the address registered as the address of the Credit/Debit Card/PayPal Account holder. ALL purchases will be posted to your BILLING ADDRESS ONLY. However, if your billing address is registered as being within the UK we can offer to post your purchase to your UK WORK address if this is more convenient for you. In order to have your purchase delivered to your UK work address you will need to provide a valid, UK work address with a valid UK work LANDLINE phone number. If you wish to have your purchase sent to your UK work address, you will still need to provide your UK billing address information also. Apologies but we cannot send packages to any address other than your billing address or your UK work address, under any circumstances.


14. Can you deliver to a PO Box or a Mail Motel address?
Sorry, no. We cannot deliver goodies to a P.O. Box or a Mail Motel. This is due to high security risk issues.


15. Do you post goodies in Jiffy bags or boxes?
Excellent question! Occasionally, for small flat(ish) based goodies such as pen nibs,pens/erasers etc., we may use a Jiffy bag. For maximum protection of larger, flat based goodies such as pads/magazines/screentone etc., we will often use an extra sturdy carded envelope but as a general rule we mostly post goodies via super strong, extra sturdy, double walled cardboard boxes and of course, everything is wrapped with plenty of bubble wrap too.


16. Do you send all purchases via a signed for delivery service?
Indeed we do. Here at dinkybox we want to make sure that your purchase has the best possible chance of arriving safely and securely. In our experience, the signed for option provides both the customer and us with the maximum amount of reassurance that your purchase will be looked after as best as possible. At no point should your package simply be left on your doorstep or placed around the back. Instead, if a signature cannot be obtained you will be left a note (by the Royal Mail) to notify you of the attempted delivery and your purchase will be kept safe at your local post/sorting office until you are able to arrange an alternative delivery date (which is convenient to you) or until you are able to collect in person (you normally have about a week to do so). Most post offices may even offer to re-deliver to an alternative address either for a small fee or often completely free of charge. All you need to do is contact your local post/sorting office.

In addition, a signed for delivery provides insurance cover up to the amount stated for your chosen delivery method (or the invoice value, whichever is the lesser) should your package become lost or damaged during transit.
Furthermore, by sending goodies via a signed for delivery service, we are able to provide our customers with proof that we have indeed posted your purchase. If you are an overseas customer you will also be able to visit the Royal Mail website and by entering your unique reference number (sent to you by us, on the day your goodies are collected by Steve, our lovely mail man) you will be able to gain independent confirmation that your package is indeed, on its way.

Finally, as all packages posted via dinkybox have a unique Royal Mail reference number, if you do have any questions about your delivery, by quoting this number we can easily, and happily, investigate any inquiry you may have in relation to your delivery.


17. Can l have my order delivered to my work address?
If you live within the UK then yes, we are happy to post your purchase to YOU at YOUR work address. Yay!
Please note, in order to be accepted for this service we will need you to include your company/place of work business name and their LANDLINE telephone number please. Additionally the business needs to operate from an address which is registered as a business and NOT as a residential address.


18. When will my purchase arrive?
Please see our shipping section for current information.


19. Can you guarantee delivery in time for...
If you spend over £50 you can opt for our discounted guaranteed delivery service for a fee of just £6.90. This delivery method offers a guaranteed delivery within 3 working days* of your order being place. Terms and conditions apply - please see our shipping section for further information.


20. Does my delivery have any form of insurance cover?
Absolutely. As standard, ALL packages to ALL destinations have automatic insurance cover up to £50.00 (or the invoice value, whichever is the lesser). If you spend over £50 and you pay for the discounted special delivery option, your purchase will be covered to a value up to £500.


21. What happens if my purchase is damaged/incorrect?
Please see our returns and refunds policy page.


22. What happens if l miss my delivery?
Please see our returns and refunds policy page.


23. My goodies are heading back to dinkybox. What happens next?
Please see our returns and refunds policy page.


24. What happens if my purchase never arrives?
Please see our returns and refunds policy page.


25. What happens if l change my mind about my purchase?
Please see our returns and refunds policy page.



26. Do you have a returns policy?
Yes.Please see our returns and refunds policy page.


27. Do you have a newsletter l can subscribe to?
Yes indeed. To receive info on new goodies, discounts, offers, prizes and all that sort of groovy stuff simply complete the Sign Up form towards the bottom of check out page or click on the link at the bottom of each of our site pages.


28. Can l unsubscribe from your newsletter?
Yes, absolutely. When you next receive our dinky newsletter (or if you still have a previous one kicking around in your email folder) open the email, scroll to the bottom and you should see a link that reads unsubscribe. Click the link and your name will be removed from our newsletter list. If you do decide to come back just complete the sign up form again. You are always welcome to come back, honest.


29. Can l leave/read feedback?
Yes - definitely - we'd love to have your feedback. When you buy any of our goodies you will be able to leave a review. You can make this about the goodie or about us or both. You are also welcome to leave feedback via Trust Pilot and of course you can contact us directly too :) Oh, and our Facebook page now has a feedback section too!


30. Do you have a physical shop?
Sadly not at the moment! It's certainly on our wish list. If you spot a cute little shop that needs rescuing, or just to be owned by someone who cares, do LET US KNOW, we would totally love to hear from you.


** Working days are Monday-Friday and exclude all weekends and national/public holidays.

 

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